Overview
The SAFE Billing Platform provides comprehensive email capabilities for communicating with your customers. From automated invoice delivery to targeted correspondence, the platform handles the complete email lifecycle while maintaining security and compliance.
This guide covers the practical aspects of sending emails, tracking their delivery, and managing the various email formats available. For email address management, verification, and troubleshooting delivery issues, see the Managing Email Addresses guide.
Understanding Email Communications
The Role of Email in Customer Billing
Email has become the primary channel for delivering billing information to customers. The platform recognises this importance by providing sophisticated tools that ensure reliable, secure, and compliant email delivery.
Modern billing operations rely on email for:
- Immediate invoice delivery reducing postal costs and delays
- Automated payment reminders improving cash flow
- Quick resolution of queries through correspondence tools
- Audit trails for all customer communications
- Environmental benefits through paperless billing
Email Infrastructure and Delivery
The platform supports two primary email delivery methods, each with distinct advantages:
Your Email Server Integration provides the most reliable delivery and maintains your sender reputation. When configured, the platform sends emails through your organisation’s email infrastructure, ensuring consistency with your other business communications.
Platform Email Server offers a fallback option for organisations without dedicated email infrastructure. This service is restricted to transactional emails directly related to billing and account management. Marketing communications must always use your own infrastructure.
Sending Individual Emails
When to Send Individual Emails
Individual emails serve specific communication needs:
- Responding to customer queries with specific invoices
- Sending documentation for particular transactions
- Providing copies of historical correspondence
- Delivering urgent account information
- Testing email delivery to new addresses
Quick Send
Every emailable item (invoice, credit note, or correspondence) has an Email button on its detail page. Click it to send immediately using default settings. The platform emails the document to the customer’s default email addresses with the default format and message template. No form appears and no confirmation is needed.
This is the fastest way to send when the defaults are correct.
Full Email Options
For more control, use the Actions menu:
- Actions menu > Email Invoice for invoices and credit notes
- Actions menu > Email Correspondence for correspondence
This opens a form where you can customise the email before sending:
Choose Recipients: Select from several options:
- Customer Email Addresses: email addresses on the customer record
- Contact Email Addresses: emails for contacts linked to this customer
- Internal Team Emails: send a copy to yourself, the account manager, or commission holders
- Previous Recipients: addresses used for previous emails to this customer
- Other Email Address: enter any address manually (expert mode)
Leave the customer email field blank to send to all customer email addresses.
Select Format: Choose a bill format (short, long, or full) to override the customer’s default. Use short summaries for payment reminders, full format for detailed breakdowns, or long format for standard monthly invoices.
Add Attachments: Attach extra configured documents from the Extra Attachments list, such as supporting documentation, explanatory notes, or payment instructions.
Record Audit Details: Add who the email is sent on behalf of, the reason, and any additional notes.
Review and Send: Check all settings, then click Email Invoice (or Email Correspondence). The platform validates addresses and warns about any issues.
After sending, monitor the email’s progress through the tracking system.
Bulk Email Operations
Planning Bulk Email Campaigns
Bulk email operations require careful planning to ensure smooth execution:
Pre-Send Checklist:
- Verify all target invoices are finalised and approved
- Confirm customer email addresses are current
- Check verification status for personalised content
- Review email format settings match customer preferences
- Ensure email server capacity for the volume
Timing Considerations:
- Schedule sends during business hours for immediate query handling
- Avoid peak email times to improve delivery rates
- Consider customer time zones for international operations
- Plan around holidays and weekends
Executing Bulk Sends
The platform streamlines bulk operations while maintaining control:
Access Bulk Email Tools: Navigate to the appropriate section based on your needs:
- Billing Run Summary for post-billing sends
- Invoice List for filtered selections
- Customer Groups for targeted campaigns
Select Recipients: Use filters to refine your selection:
- Invoice date ranges
- Customer status (active only, specific payment methods)
- Outstanding balance thresholds
- Verification status for appropriate content
Configure Send Options:
- Sending Rate: Control email velocity to prevent server overload
- Format Override: Apply consistent formatting if needed
- Failure Handling: Define behaviour for failed addresses
- Scheduling: Set immediate or delayed sending
Monitor Progress: The platform provides real-time sending statistics:
- Total emails queued
- Successfully sent count
- Failed delivery count
- Remaining queue size
Post-Send Management
After bulk sends, systematic follow-up ensures complete delivery:
Immediate Actions:
- Review failure reports for patterns
- Address systematic issues quickly
- Prepare for customer queries
- Document any anomalies
Follow-Up Tasks:
- Send individual emails for critical failures
- Update failed addresses
- Plan retry campaigns for soft failures
- Analyse delivery metrics for improvements
Email Tracking and Monitoring
Understanding Email Status
The platform provides detailed visibility into email delivery through status indicators:
Grey Background - Queued or Sending: Emails show grey while queued or actively sending. This status typically lasts minutes but may extend during large bulk sends. No action needed unless prolonged.
Green Background - Delivered: Successful delivery to the recipient’s email service. Note this confirms acceptance by their server, not necessarily delivery to the inbox. This is the limit of technical tracking.
Red Background - Failed: Delivery failure requiring attention. Review the detailed error message to determine appropriate action. See Managing Email Addresses for resolution procedures.
Accessing Tracking Information
Multiple entry points provide email tracking access:
From Customer Account: The right-hand panel shows recent emails with status indicators. Click any email for full details. This view helps when handling customer queries.
From Invoice Details: The email history section shows all sends for that invoice. Compare multiple attempts and their outcomes. Useful for payment follow-ups.
From Email Reports: Comprehensive views of all email activity. Filter by date, status, or customer. Export for detailed analysis.
Delivery Intelligence
For verified addresses where customers accepted tracking, additional intelligence is available:
Open Tracking: See when customers open emails, helping gauge engagement and plan follow-ups.
Click Tracking: Monitor which links customers click, understanding their interests and actions.
Engagement Patterns: Identify customers who regularly open emails versus those who don’t, informing communication strategies.
Remember tracking requires explicit consent and only works for verified addresses.
Using Delivery Details
The technical delivery details provide valuable troubleshooting information:
SMTP Conversation: Shows the complete server dialogue, helpful for technical teams diagnosing issues.
Bounce Codes: Standard and extended SMTP codes indicate specific failure reasons.
Server Messages: Remote server explanations often provide resolution hints.
When working with customer IT teams, these details prove invaluable for resolving delivery issues.
Email Formats and Customisation
Understanding Invoice Formats
The platform generates three invoice formats to meet diverse customer needs:
Short Format - Executive Summary: Designed for quick review and approval, short format invoices include:
- Total amount due
- Invoice date and number
- Payment terms
- Basic charge summary
- Payment instructions
Use short format for:
- Payment reminders
- Executive recipients
- Mobile-friendly communications
- Customers who receive many invoices
Long Format - Detailed Breakdown: Balancing detail with readability, long format invoices contain:
- All short format elements
- Detailed charge categories
- Service summaries
- Tax breakdowns
- Period comparisons
Long format suits:
- Standard monthly invoices
- Accounts payable departments
- Customers needing moderate detail
- Audit trail requirements
Full Format - Complete Documentation: Comprehensive records including:
- All long format elements
- Complete call itemisation
- Usage graphs and trends
- Detailed service breakdowns
- Supporting documentation
Full format serves:
- Detailed billing reviews
- Dispute resolution
- Large corporate accounts
- Compliance requirements
Configuring Format Preferences
Set format preferences at multiple levels for maximum flexibility:
Customer-Level Settings: Configure default formats for each delivery method:
- Email attachments (typically short or long)
- Portal downloads (often full format)
- Printed invoices (usually long format)
Invoice-Level Overrides: Adjust formats for specific situations:
- Complex bills requiring full documentation
- Simple bills needing only summaries
- Customer requests for specific formats
Campaign-Specific Formats: Apply consistent formatting to bulk sends:
- Payment reminders using short format
- Year-end statements in full format
- New customer welcomes with long format
Email Template Customisation
While core email templates maintain consistency, several customisation options exist:
Branding Elements: Incorporate your corporate identity:
- Company logos and colours
- Branded email signatures
- Custom from addresses
- Personalised reply-to addresses
Content Sections: Add standard information blocks:
- Payment instructions
- Support contact details
- Terms and conditions updates
- Marketing messages (verified addresses only)
Language Variations: Support international operations:
- Multiple language templates
- Regional formatting preferences
- Local contact information
- Currency-specific instructions
Automation and Workflows
Automated Email Triggers
Configure automatic emails for common scenarios:
Post-Billing Automation: Send invoices immediately after billing runs complete. Configure delays to allow for manual review if needed. Set different rules for different customer segments.
Payment Notifications: Acknowledge successful payments automatically. Include updated balance information and next payment dates. Build customer confidence through prompt communication.
Reminder Sequences: Create escalating reminder campaigns:
- Gentle reminder at due date
- Firm reminder at 7 days overdue
- Final notice at 14 days overdue
- Custom sequences for different customer types
Workflow Integration
Emails integrate seamlessly with platform workflows:
Approval Chains: Route emails through approval before sending:
- High-value invoices requiring sign-off
- Sensitive correspondence needing review
- Credits and adjustments confirmation
- New customer communications
Event Triggers: Link emails to system events:
- Status changes triggering notifications
- Threshold breaches alerting customers
- Service activations confirming details
- Contract renewals requiring action
Response Handling: Manage email responses effectively:
- Auto-acknowledge receipt
- Route to appropriate teams
- Track response times
- Escalate when needed
Best Practices for Customer Email
Communication Excellence
Professional email communication builds customer relationships:
Clear Subject Lines: Help customers identify and prioritise:
- Include invoice numbers
- State action required
- Indicate time sensitivity
- Maintain consistency
Structured Content: Make emails scannable and actionable:
- Key information prominently displayed
- Clear calls-to-action
- Logical information flow
- Mobile-responsive design
Professional Tone: Balance friendliness with professionalism:
- Use customer names appropriately
- Maintain consistent voice
- Avoid jargon and complexity
- Include helpful context
Timing and Frequency
Strategic timing improves engagement:
Invoice Delivery: Send invoices consistently:
- Same day each month builds expectation
- Allow processing time before due dates
- Consider customer payment cycles
- Respect international time zones
Reminder Cadence: Balance persistence with respect:
- Initial reminders assume oversight
- Escalate tone gradually
- Provide easy payment options
- Stop upon payment receipt
Communication Limits: Avoid email fatigue:
- Consolidate multiple messages
- Respect unsubscribe requests
- Limit non-essential communications
- Track engagement metrics
Performance Optimisation
Maximise delivery success and engagement:
List Hygiene: Maintain clean email lists:
- Regular verification campaigns
- Prompt failed address updates
- Remove permanent failures
- Document changes properly
Content Optimisation: Improve email effectiveness:
- Test subject lines for open rates
- Monitor format preferences
- Track link clicks
- A/B test improvements
Server Reputation: Protect sending capability:
- Monitor bounce rates
- Address complaints immediately
- Maintain consistent sending patterns
- Follow authentication standards
Troubleshooting Email Issues
Common Sending Problems
When emails fail to send, systematic troubleshooting resolves most issues:
Queue Delays: Extended grey status indicates:
- High system load during bulk sends
- Email server capacity issues
- Network connectivity problems
- Configuration errors
Resolution: Check system status, verify server settings, contact support if prolonged.
Immediate Failures: Red status appearing instantly suggests:
- Invalid email address format
- Blocked recipient domain
- Authentication failures
- Permission issues
Resolution: Verify address format, check domain blocks, confirm credentials.
Intermittent Failures: Sporadic issues often indicate:
- Recipient server availability
- Network routing problems
- Rate limiting triggers
- Temporal blocks
Resolution: Retry at different times, check provider-specific requirements.
Customer-Reported Issues
When customers report non-receipt despite green status:
Spam Folder Checks: Guide customers to:
- Check all spam/junk folders
- Add sender to contacts
- Review email rules
- Check corporate filters
Provider-Specific Issues: Some providers require:
- SPF/DKIM authentication
- Specific from addresses
- Rate limiting compliance
- Content modifications
Alternative Delivery: When standard delivery fails:
- Try alternative addresses
- Use portal downloads
- Provide printed copies
- Consider SMS notifications
Integration with Other Systems
Email and Customer Management
Effective integration enhances both systems:
Status Synchronisation: Email events update customer records:
- Failed deliveries flag addresses
- Verifications enable features
- Opens indicate engagement
- Complaints trigger reviews
Preference Management: Centralise communication preferences:
- Format selections
- Frequency limits
- Channel preferences
- Language choices
Activity History: Complete communication audit trails:
- All sent emails logged
- Delivery status tracked
- Opens and clicks recorded
- Responses linked
Reporting and Analytics
Extract insights from email data:
Delivery Metrics: Monitor system health:
- Success rates by provider
- Failure reasons analysis
- Timing pattern impacts
- Format preference trends
Engagement Analysis: Understand customer behaviour:
- Open rates by segment
- Click-through patterns
- Payment correlation
- Support ticket reduction
Operational Insights: Improve processes:
- Peak sending times
- Bulk send durations
- Retry success rates
- Cost per delivery
Future Enhancements
The platform continuously evolves email capabilities:
Emerging Technologies: Stay current with:
- AI-powered send time optimisation
- Predictive failure prevention
- Advanced personalisation
- Interactive email elements
Integration Expansion: Enhanced connections with:
- Marketing platforms
- CRM systems
- Analytics tools
- Communication hubs
Compliance Evolution: Adapt to changing requirements:
- New privacy regulations
- Authentication standards
- Accessibility mandates
- Security enhancements